Customer Relations Specialist Associate- Ada

Why OCTA

Discover work that moves you in a dynamic and innovative setting. Be part of a team delivering Orange County’s transportation network of today and creating a vision for the future.

OCTA is the county’s transportation planning commission and public transit operator. With a focus on safety and accountability, we plan, fund, and implement countywide projects that include bus and rail transit, freeways and express lanes, rideshare, microtransit, paratransit, active transportation, and environmental programs.

We’re passionate about creating a balanced, equitable and sustainable transportation system that reflects the diverse travel needs of the county’s 34 cities and 3.2 million residents.

Our employees rated OCTA as a top workplace in Orange County. Come join us on our mission of keeping Orange County moving.

Overview:

Under direct supervision informs the public of agency policies, issues and provides a variety of duties related to the administration of the Eligibility Certification program for the Agency’s transportation service as required by the Americans with Disabilities Act (ADA).

This is a non-exempt position in Salary Grade L: Min $29.19 – Mid $34.77 – Max $40.34 per hour. The starting salary will be within this range based on qualifications.

This posting will remain open until filled.

This list is intended to indicate the general nature and level of work performed by employees within this classification and is not designed to be interpreted as an exhaustive listing of all tasks required of employees assigned to this job.

• Provides assistance to individuals requesting temporary eligibility and individuals traveling to Orange County from other jurisdictions requesting visitor status, by generating a record process through entering customer data into the Trapeze Software, which includes contacting other agencies.
• Provides initial and preliminary education to customers and advocates about other OCTA transportation service options.
• Assists in the development, implementation, and maintenance of an application tracking and processing system to assure compliance with the law for making eligibility determinations and informing applicants of eligibility and appeal rights.
• Works with the vendor to minimize application processing time. Monitors ADA Compliance of the required 21-day completion of the Eligibility Certification process.
• Supports efforts to educate customers and citizen groups regarding the ADA eligibility criteria and application process. Responds to customer inquiries.
• Assists customers with questions about the OC ACCESS certification process and technology used to support the OC ACCESS service.
• Provides customer service over the phone and voicemail recordings, responds to customer requests, resolving problems.

Any combination of education and experience is equivalent to a bachelor's degree, with a minimum of three years of clerical experience especially in computer data entry. Experience working with ADA is desirable. Knowledge of Orange County demographics or transportation issues is desirable.

Knowledge of:

• Principles and techniques of communication, including public speaking.
• Current customer-related issues.
• Americans with Disabilities Act.
• Bus routes, fares, and how construction projects and traffic measures affect agency service.
• Principles and practices of customer relations or marketing.

Ability to:

• Prioritize tasks and meet deadlines.
• Communicate with customers and the public about sensitive matters using discretion to maintain confidentiality.
• Respond to questions regarding agency policies and services.
• Convey a positive image of the agency to other organizations and the public.
• Operate a personal computer.
• Organize, analyze, interpret, and explain operation and policy information in simple terms.

(The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. OCTA provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.)

Positions in this class typically require:

• Requires ability to understand verbal communication and to respond effectively.
• Positions in this class typically require: Reaching, Finger Dexterity, Grasping, Feeling, Talking, Hearing, Seeing, and Repetitive Motions in computer use.
• Work may be performed in a stressful, fast-paced office environment, depending upon assignment.

OCTA is an equal employment opportunity employer that recruits, hires, and promotes qualified people without regard to race, color, religion, creed, ancestry, national origin, age, sex, pregnancy, gender, gender identity and/or expression, sexual orientation, marital status, medical condition, disability, genetic information, military and veteran status, or other legally protected status.